Perk

Senior Quality Assurance Specialist – English Speaker

Perk

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • Spain

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Job Level

Senior

About the role

  • Monitor QA performance across outsourced vendor hubs and identify trends, gaps, and improvement opportunities.
  • Analyze data from multiple sources to pinpoint areas for process enhancements, training, or operational improvements.
  • Track quality metrics, ensuring alignment with internal standards and providing actionable insights to leadership.
  • Deliver quality training and support to QA Specialists, Team Leaders, and key vendor staff to align them with Perk’s quality standards.
  • Organize calibration sessions to maintain scoring consistency and alignment across vendor teams.
  • Serve as a subject matter expert, offering guidance to vendor teams and internal stakeholders on QA best practices.
  • Identify and resolve quality-related issues across outsourced vendors to ensure adherence to internal QA processes.
  • Collaborate with cross-functional teams, including CX, Operations, Training, and other CI teams, to implement improvements and optimise the QA process and agents' performance across the network, regardless of the language.
  • Represent QA in weekly business reviews, communicating key outcomes and insights to stakeholders.
  • Build and maintain QA scorecards, dashboards, and reports to track vendor performance and highlight trends.
  • Stay up to date with industry best practices and trends to continuously enhance QA processes across global hubs.

Requirements

  • Proven experience in customer care, quality assurance, or vendor management environments, ideally in a global context.
  • Familiarity with QA/QM tools and systems for monitoring, reporting, and process optimisation.
  • Strong analytical skills with experience using data to drive performance improvements.
  • Excellent communication and collaboration skills to work effectively with internal teams and outsourced vendors.
  • Fluency in and English. (Mandatory)
Benefits
  • Receive competitive compensation and equity ownership in Perk
  • Rest and recharge with our generous allocation of vacation days plus public holidays
  • Take control of your physical health with your choice of private healthcare or a gym allowance
  • Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
  • Join our unforgettable Perk events, including our spectacular annual summer party
  • Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
  • Make your money go further with our flexible compensation plan
  • Focus on your family with 17 weeks’ paid parental leave during your child’s first year
  • Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
  • Broaden your horizons with up to 20 "Work from Anywhere" days per year
  • Nurture your language skills with in real-life English, Spanish and Catalan lessons
  • Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
  • Let us help you move to one of our hubs with relocation support
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisquality assuranceprocess optimizationperformance metricstraining deliverycalibration sessionsscorecardsdashboardsreporting
Soft Skills
analytical skillscommunication skillscollaboration skillsleadershipproblem-solving